Senior Project Manager

POSITION SUMMARY


We are looking for a Senior IT Project Manager to join our PMO team. This position will be responsible for coordinating cross-functional IT initiatives, driving operational improvements, managing stakeholder communications, and ensuring accountability for the delivery of technology services. Acts as a pivotal point of coordination between internal teams, and customer leadership to ensure priorities are understood, ownership is established, and deliverables are completed. The successful candidate will be expected to maintain a strong on-site presence with the customer, attending in person as required within a hybrid working arrangement.

EDUCATION AND EXPERIENCE

• Extensive Project or Program management experience in enterprise IT environments.
• Previous MSP experience preferably under an 'as-a-Service' engagement model.
• Strong stakeholder management and communication skills.
• Experience coordinating cross-functional technical teams.
• Ability to manage competing priorities and multiple workstreams.
• Knowledge of IT operations, endpoint management, patching, and service delivery processes.
• Experience facilitating meetings, tracking actions, and driving accountability.
• Strong analytical and organizational skills.
• Ability to translate technical topics into business-focused communications.
• 10+ years' experience as a senior level project manager.
• Demonstrated experience with project management practices and Microsoft Office tools, including Excel, Project, PowerPoint, Word, Outlook, Teams, and SharePoint.
• Familiarity with ITILv4 is a plus.

Typical Outcomes

• Clear ownership of operational initiatives.
• Improved service reporting accuracy.
• Successful execution of remediation and improvement programs.
• Effective communication between technical teams and business leadership.
• Timely completion of project deliverables and action items.

KEY JOB ELEMENTS


Program & Project Management

• Own project scope from initiation through delivery, proactively identifying scope creep and managing change requests to keep projects on time and on budget.
• Coordinate technology initiatives across multiple teams and stakeholders.
• Track progress of operational and infrastructure improvement programs.
• Monitor risks, dependencies, and issues impacting project delivery.
• Facilitate execution of remediation plans and operational improvement initiatives.

Stakeholder Management

• Serve as a liaison between customer leadership, service delivery teams, architects, and technical specialists.
• Ensure stakeholder expectations are communicated and managed effectively.
• Escalate issues requiring management attention and drive resolution ownership.
• Support executive-level communications regarding project status and operational performance.

Operational Governance

• Drive accountability for action items, deliverables, and process improvements.
• Ensure ownership is clearly established for operational initiatives.
• Coordinate reviews of service metrics, compliance results, and improvement plans.
• Manage project financials including budgeting and forecasting.
• Manage project resourcing and forecasting.
• Support governance processes that improve service quality and operational performance.

IT Service Delivery Coordination

• Work with infrastructure and endpoint management teams to improve service outcomes.
• Coordinate activities related to endpoint management, patch compliance, reporting accuracy, and operational processes.
• Facilitate collaboration between technical teams and business stakeholders.

Reporting & Communication

• Prepare and present both technical and financial status updates to leadership and stakeholders.
• Consolidate information from multiple teams into concise executive summaries.
• Track key performance indicators and communicate progress against targets.
• Document meeting outcomes, decisions, risks, and next steps.

Process Improvement

• Identify opportunities to improve operational efficiency and reporting accuracy.
• Support development of documented procedures and governance frameworks.
• Coordinate implementation of new processes and operational controls.
• Drive continuous improvement initiatives across service delivery functions.

Escalation Management

• Serve as the primary escalation point for high-priority issues, coordinating cross-functional teams and providing clear, timely updates to leadership.

PERSON SPECIFICATION

• Exceptional stakeholder management skills with the ability to influence at all levels of Senior Management and Technical Staff.
• Demonstrate resiliency.
• Be persuasive.
• Hold strong presentation and executive communication skills - report generated for customers as well as internal management.
• Help prioritize customer requirements with internal (project) tasks.
• Be highly visible to the customer.
• Strong commercial awareness and customer focus.
• Drive and delivery of strong customer outcomes.

We are an equal opportunity employer and value diversity in our workforce. All qualified applicants will receive consideration for employment without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, age, disability, veteran status, or any other protected characteristic under applicable law. We are committed to creating an inclusive environment where everyone can thrive.